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March 17, 2015
5 Tips to Breaking Digital Performance Barriers and Building Business Success
The Digital Business Movement
© 2015 Keynote LLC 2
Engaging with customers is undergoing seismic change
© 2015 Keynote LLC 3
Source: ComScore
Rise of Millennials in the Workforce
Source: Bureau of Labor Statistics Employment Projections, 2012
Digital delivery enablers—cloud, mobile, big data
Social, Analytics & Third Party
Apps
LoB SaaS and Platform
CDN, Backbone &
CarriersOn Premise
Customers on wide range of devices
The digital gold rush
© 2015 Keynote LLC 5
0.0% 1.0% 2.0% 3.0% 4.0% 5.0% 6.0% 7.0% 8.0%
Q4 '14
Q3 '14
Q2 '14
Q1 '14
Q4 '13
Q3 '13
Q2 '13
Q1 '13
Q4 '12
Q3 '12
Q2 '12
Q1 '12
Q4 '11
Q3 '11
Q2 '11
Share of e-commerce sales in total U.S. retail sales
$0
$10
$20
$30
$40
$50
$60
$70
$80
$90
$100
2Q10 4Q10 2Q11 4Q11 2Q12 4Q12 2Q13 4Q13 2Q14
U.S. e-commerce sales (billions)
Desktop
Mobile
1. comScore U.S. Census Bureau, BI Intelligence; 2. U.S. Department of Commerce
What’s at risk – Total digital investment and commerce
Global trend report, Tata Consultancy Services Ltd.; 2. comScore U.S. Census Bureau, BI Intelligence
In 2014, Global enterprises will spend on average
113 MILLION
70% of these organizations see
DIGITAL INITIATIVES as being CRUCIAL to their
business success in this decade
on digital initiatives
© 2015 Keynote LLC 6
Digital customer experience now defines advantage
© 2015 Keynote LLC 7
50% of consumer product
investments will be redirected to
CUSTOMER EXPERIENCE INNOVATIONS
by 2017
1. Gartner, “Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving Big Change”; 2. Worldwide Shipments, AppleInsider, 30-Oct, 2014
16
.1%
-8.2
%3Q14/3Q13 GROWTH
What makes for great digital customer experience
© 2015 Keynote LLC 8
Design
PerformanceQuality
Usability
Responsiveness
Functionality
Reliability
What’s at risk—poor quality and performance
for any digital interaction to load1
3 SECONDS OF TOLERANCE
65%average shopping cart
ABANDONMENTRATE3
ONLY 16% OF CUTOMERS
willing to give a bad app more than one attempt2
1. ZDNet; 2. Econsultancy; 3. Invesp.com
© 2015 Keynote LLC 9
The rise of the Chief Digital Officer
25% of companies will have a chief digital officer in the C-suite by 2015 (source: Gartner Digital Marketing Spending Survey – 7/14)
Growing internet-based channels drive consolidation all under one team
Absorbing key elements from LoB and IT
Everyone is hiring data analysts
Every organization has initiative to expose, measure their data
Rise/relevance of the developer
© 2015 Keynote LLC 10
CMO, CRO, etc
Web properties
HTML development
Mobile Apps (outsource)
Development
QA
LoB Function
LoB
IT - CIO
CTO IT Ops VP Apps
Dev
QA (could be separate)
VP of Mobility
Development
QA
IT - Chief Digital Officer
Performance testing
Dev/Ops
Operations (IT)
IT
Chief Digital Officer
Web properties
HTML development
Dev/Ops, release
Mobile Apps (insource/outsour
ce)
Development
QA
(From IT)
Performance testing
Dev/Ops
Operations (IT)
© 201
5 Keynot
Pressure to work together
43% of marketers believe IT hinders business success
47% of CIOs believe they are driving digital leadership
15% of CEOs agree
Maximize Business Value
PRODUCTR&D
MANUFACTURINGSALES
OPERATIONSINFORMATIONTECHNOLOGY
Control Cost • Minimize Risk
FINANCE & ADMINISTRATION
The Reality
Top Line Growth • Investment Risk
IT - CIO
CTO IT Ops VP Apps
Dev
QA (could be separate)
VP of Mobility
Development
QA
IT - Chief Digital Officer
Performance testing
Dev/Ops
Operations (IT)
ITCMO, CRO, etc
Web properties
HTML development
Mobile Apps (outsource)
Development
QA
LoB Function
11
The Marriage of IT and Digital Owners
He said, she said
Business and User Behavior Technology Behavior
How the LoB thinks about the site/app How IT think about it
Growth – New users registering for the app Time to Interactive Page, Page Load Time (over time)
Conversions – Customer journey success rates Time to Interactive Page, Page Load Time
Retention - Repeat visitors Queries per Minute
Referrals – Referred customers Concurrent DB Connections
Abandonment - Exit rate # HTTP Errors (e.g., quantifying 404’s etc.)
Engagement – Average duration, spinners, freezing Time to First Byte, Time to First Paint
© 2015 Keynote LLC 13
Question #1
© 2015 Keynote LLC 14
Are we aligned on our goals and objectives? Is there a shared understanding
of business objectives—especially within IT?
How do we establish and maintain performance goals?
Commitment Governance
Process Metrics
Question #2
Do we measure performance in terms of business outcomes? Can you correlate user
experience and network responsiveness to adoption, conversion, engagement, etc.?
Is this relevant across all our digital channels including mobile?
© 2015 Keynote LLC 15
Question #3
How fast is fast enough? Do we understand the digital
alternatives available to our customers?
Are we staying ahead—today, tomorrow, onward?
© 2015 Keynote LLC 16
Question #4
Can we quantify return on digital experience investment? Do we understand the trade-offs
between certain design choices and performance?
Are we getting the most return on investment in 3rd party services and managing providers effectively?
© 2015 Keynote LLC 17
Question #5
What is our approach to continuous improvement? Do we actively audit, adjust and
retire 3rd party services to minimize impact on customer experience?
© 2015 Keynote LLC 18
Sundial by llz west on Flickr
Digital Business Optimization
© 2015 Keynote LLC 19
BUSINESS OUTCOMES
BIG DATA & INTEGRATIONS
DIGITAL PERFORMANCE INTELLIGENCE
QUALITY PERFORMANCE INDUSTRYSCORECARDS
Digital Performance IntelligencePerformance BenchmarkingPerformance ROIServices and Insights
QualityMobile TestingLoad Testing
PerformanceMobile App MonitoringWeb MonitoringBoth Real User and Active
Industry ScorecardsIndustry BenchmarksCompetitive Research
Thank you!Please submit your questions in the Q & A panel now.
Learn more about Keynote by contacting your Customer Success Manager or Account Manager: [email protected]
Feedback and additional questions: [email protected]